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:03/21/2024

  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.

  Recently the watch that I have been wearing and trusting the information from for 4 years stopped producing consistent results and dropped the number of calories burned it was counting by something like 30% overnight. After weeks of tried troubleshooting I can't get any answers as to why this might be, they say they're correct but can't say why it changed. Nothing about my activity level height weight gender Etc has changed certainly not overnight so either it's been overestimating data that I've been relying upon for the past 4 years or it's wrong now but I've hit a dead end and can't get any answers from Garmin

  Business Response

  Date: 03/26/2024

  We are in contact with this customer and will work with the customer directly to try and resolve this. Thank you.

• Initial Complaint

  Date:03/18/2024

  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.

  Hello,
  
  I've had a Garmin Instinct Solar 2X watch for less than a year. It had always given me about 28 days battery life after a full charge. Garmin released a software update within the last 2 months or so of v14.12. This update significantly reduced the battery life down to 19 days or less.
  I had a previous Garmin device last year that after an update the same thing occurred, and I never contacted them. Not wanting to repeat the same mistake I just contacted their chat support today 18MAR2024 and ******** was unable to even come close to assisting. It took so much energy just for her to understand the issue and she couldn't grasp it in the end.
  I've already gone through their trouble shooting steps of resetting it and adjusting the settings. Nothing helped restore the battery life with the same settings I always had. I truly love the usefulness of their devices, but this is a $450 watch and I bought it for its increased battery life.
  Please help. Thank you.

  Business Response

  Date: 03/25/2024

  We have reached out to this customer directly. Once they respond, we will work with them directly to resolve this matter. Thank you.

  Customer Answer

  Date: 04/01/2024

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

  I've been out of the country and will return the phone call. The message left stated the garmin representative switched to the old firmware. This does not revert to the older firmware of all the modules of the watch that may have been updated as well. This would invalidate his results. My original instinct solar tactical would give me 18 days of battery life with pulse ox and heart monitor on. The 2x should give me the 28 days of battery life as it used to.
  
  
  
  Sincerely,
  
  
  
  ****** ********

  Business Response

  Date: 04/02/2024

  Garmin will continue to work with this individual to try and reach a resolution upon his return to the country and his returning of ******** phone call. Thank you.

• Initial Complaint

  Date:02/29/2024

  Type:Delivery 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 bought a garmin instinct solar tactical watch on 01/30/2022 for $409. After a year the watch began to shut off randomly and was basically unusable. I contacted Garmin support and they offered a replacement for $140 or 20% discount on another model. Over the past couple months, I have researched the garmin forum and other online forums, and I have discovered that the garmin instinct solar tactical is defective and many other people have the same exact problem I encountered.
  
  A $400 smart watch should last more than 2 years. It is insulting that garmin only offered a 20% discount and actually recommended that I pay for the same defective type of watch that is plagued with a battery issue.
  
  Attachements:
  electronic receipt
  diagnostic report

  Business Response

  Date: 03/01/2024

  We have been in direct contact with the customer and have resolved this complaint to the customer's satisfaction.  Thank you.

  Customer Answer

  Date: 03/06/2024

   
  
  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:01/29/2024

  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 visited this company's online store to download international maps for a product I own. I paid 105.99 for the map download and the website sent a confirmation email but never sent instructions or a link to download the maps. In other words, I performed and paid for the product and Garmin did not give it to me. I need the item by tomorrow so I attempted to call support. It is very difficult to find their number/email/chat or any other information. The customer support is not open until Monday, when I will likely not need the download anymore. I tried to start a return order but the website will not let me refund because it's not refundable. I feel Garmin has been unjustly enriched and I want my money back immediately. I have no patience for a company that is this large with an ordering system that works so poorly.

  Customer Answer

  Date: 01/29/2024

  Garmin was able to resolve the issue I had just before the purpose of the sale became frustrated.  Thus, I retract all complaints.

   

  Thank You,

   

  **

• Initial Complaint

  Date:01/18/2024

  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.

  Respected Sir/Madam,
  I placed a order of Fenix 7S -Sapphire Solar on 21st Nov during Thanksgiving for 639.74$. Due to the problem with the order , i initiated a return and returned the order expecting for full refund via UPS label shared by Garmin itself. During the transits, UPS lost the package and Garmin raised a claim on the lost package. Its been more than a month now after the UPS reported it lost that i have not been refunded yet. I been talking to ** ******** on this matter but her responses are delayed and never to the point. when i inquired about the claim she said garmin only raised claim for shipping charges. This means garmin raised a claim for 20$ shipping charges as against order total value . This is absurd. I dont even know who account details where shared for raising the claim and how much money was raised for the claim.
  I really request BBB to help me get the truth and help me in getting my refund
  
  UPS tracking details: ******************

  Business Response

  Date: 01/18/2024

  Garmin’s records show
  that the customer ordered, and that Garmin shipped, a fenix device to the customer’s
  selected shipping address.  Garmin’s records also show that the fenix
  device was delivered to the customer’s selected shipping address.  Customer
  contacted Garmin and claimed to have received a different model watch (an
  Instinct) than the fenix that he ordered.  Garmin’s records contradict
  that claim and show that Garmin did ship the customer, and that the customer
  received, the correct device.  When the customer provided the serial
  number for the Instinct he allegedly received, the serial number matched a
  watch that Garmin had sold about six months prior, so it could not have been
  the watch in the customer’s package.  Despite the customer initiating a
  “return” through Garmin for the Instinct, Garmin believes, and its records
  show, that the customer received what he ordered: the fenix device. 
  Garmin will not be issuing a refund.  Thank you.

  Business Response

  Date: 01/24/2024

  Garmin has nothing further to add to its prior responses.  In this
  instance, Garmin will not be providing this customer with a refund or credit
  toward the purchase of any Garmin products. Thank you.

  Customer Answer

  Date: 01/25/2024

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

• Initial Complaint

  Date:01/02/2024

  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.

  Purchased a Venu3 on 11/27/2023 and was quoted 3-5 weeks for my item to be processed, shipped, and received. Sometime around week 3 waiting period, I contacted Garmin via email support and was notified that "the item was on backorder and would not be available until mid-January." As the paying customer, I had to reach out to Garmin for them to inform me of the severe delay of my purchase... Not being in communication with customers who have paid a lot of money for your items is poor customer service!
  Today is 01/02/2024, and I called in to the support center in Olathe, KS to get another update as I have been patiently waiting for my item. I was given ZERO apology just a continuous "I understand." I was then informed that the watch will not be in the warehouse until "the end of January/early February." So now I am expected to wait a total of 8-10 weeks for an item Garmin quoted me "3-5 weeks???" The only solve they gave me was to cancel the order OR get another watch that IS in stock. Neither of those options was acceptable. This company is sketchy and has poor communication with their paying customers, and yet they have NO problem cashing in on people and not providing. In the retail industry, this could be a form of FALSE ADVERTISING. Take a look at Section 50-623 of the Kansas Consumer Protection Act - "Offering goods or services without the intent to sell them or to supply reasonable demand, unless offer discloses the limitations"

  Business Response

  Date: 01/05/2024

  Garmin apologizes for the extended lead time for this
  product.  Unfortunately, Garmin cannot always control the possibility of
  this occurring, especially during times of high order volume and high product
  demand.  Garmin strives to provide customers with the most up-to-date
  information on their order as possible.
  
  The customer’s characterizations and allegations about how
  Garmin collects payments for its products not accurate.  While customers
  do enter their payment information during the checkout process, Garmin does not
  actually capture any funds until the ordered product has shipped.  In
  looking further at our records, the customer actually ordered two of these watches
  on Nov. 27.  One of the watches has since shipped and should be delivered
  to the customer soon.  The other is still experiencing a lead time and
  will be shipped when available.  The customer has been charged for the
  watch that has shipped and should soon arrive to her selected shipping address,
  but she has not been charged for the second watch that has yet to ship. 
   If the customer prefers to not wait for the watch that has not yet been
  shipped, then she can cancel her order.  There would not be a refund in
  that case because, as mentioned, she hasn’t been charged for that watch and
  won’t be until it ships.  

  Thank you.

  Customer Answer

  Date: 01/05/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The principle of the entire complaint is being ignored! You cannot state that your customers will receive their purchase 3-5 weeks when the company is having backorder issues from overseas. Garmin does a good job with their response in deflecting the issue and placing blame back on the customer. First, I never ordered two watches and that seems to be the fault of some sketchy business on Garmin's website. That "second" order (I claim I did NOT make) has since been cancelled. Next, this company needs to take responsibility and update the time frame on the website so that customers understand it could take 5-8 weeks for an item versus 3-5 weeks. This, again, is false advertising from a customer perspective. Also, communicate better with your customers. It is a false claim that you say you keep your customers informed. Wrong! I had to call, email, AND chat to Garmin reps to get any information on the product I ordered. 
  
  
  
  
  H Dewitt

  Business Response

  Date: 01/05/2024

  We do not have
  anything to add to our previous response, other than we again note that our records show that the first watch has shipped and note that the second order has been cancelled.  Thank you.

• Initial Complaint

  Date:12/28/2023

  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.

  A few months after I purchased my Garmin inReach Mini 2, the hikes I took stopped downloading to my Garmin Explore account. After trying several help articles, I contacted phone support and spent a great deal of time on the phone with the representative also to no avail. They gave me one additional reset step to try after we got off which also didn't work.
  
  I'd like credits for all the months the system hasn't been working properly (each month at $11.95) plus senior tech support to get it to work. If that tech support is unsuccessful, I'd also like the Garmin inReach Mini 2 purchase refunded since without the downloads there is little point to having the device. Given the problems with the device, I could be relying on it for emergency help when that might not work either.
  
  If Garmin does not engage on this BBB complaint (I see you are not BBB accredited), my next steps will be to contact Garmin's CEO ******* ****** as well as file a ** ******** ******* consumer complaint.

  Business Response

  Date: 12/28/2023

  Garmin is reaching out to the customer directly to resolve the issue. Thank you.

• Initial Complaint

  Date:12/04/2023

  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.

  During Black Friday I was looking to buy a vivoactive 5 from Garmin. They had a sale on the watch for 249. I also had a coupon for 20% off. When I applied the coupon the website reverted the price back to 299 which was the non sale price. The final price after this was 239, 20% off the original price. I have contact garmin about this and they say I am stacking coupons. My point is the sale price establishes a new price which I should be able to apply a coupon to. This is a normal process at other businesses. I call this an unfair business practice.

  Business Response

  Date: 12/04/2023

  Could the customer please provide/upload a copy of the coupon that he references? Garmin would like to review it. Thank you.

  Customer Answer

  Date: 12/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The web site said it was a sale.   In that context you are then setting this as the new price for the product.   Therefore I should then be able to apply the coupon to the new price.   I was able to do this on other sites.   I am also able to do this at my local ******.   If they have a sale I can still apply a coupon.   Yes I cannot stack coupons but I can apply against a newly set price.

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

  Business Response

  Date: 12/08/2023

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

• Initial Complaint

  Date:11/17/2023

  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.

  In reaching out to Garmin regarding my Garmin instinct watch. My watch falls under warranty guidelines for replacement. However Garmin will only provide a refurbished watch not a new watch/device. Also Garmin wants to charge 110 , one hundred and ten dollars for a refurbished and on their website a new watch is 180. I want Garmin to repair the watch or replace with new, not another defective watch they repaired, then why not repair my original

  Business Response

  Date: 11/27/2023

  Our product support team has contacted this customer via phone and email.  Once we are able to connect with the customer, we will work to reach a resolution with this customer.

• Initial Complaint

  Date:09/13/2023

  Type:Service or Repair 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, Regarding my Garmin manufactured *** Navigator VI. I purchased this device, new, in November of 2017, to pair with my 2017 *** R1200GS Rallye edition motorcycle. Previously I have had a great experience with my Navigator V, the predecessor to the Nav-VI. Since owning the device I have experienced a faulty touch screen no less than 5 times. The original device became faulty and then in 1) July 2019, ************* a replacement was shipped. Again 2) October 2019, *************; I believed this was the end but also due to the pandemic not much riding was occurring. November 2022, order #104164028589. Again March 2023, Order *************; and now recently my 5th Navigator VI device has been faulty because of the failed touchscreen and has been shipped back as I await my 6th device in the past 6 years. I commend Garmin on their commitment to customer support for this issue but my faith and trust in the product just isn't there anymore. In November of 2022, a fixed 'revised' device was promised as part of the resolution, and again in March of 23. Today I was told that I'm on the list and the revised device 'is coming', maybe in the 4th quarter. *** has moved on to the ************* devices, and Garmin has a newer Zumo XT2 device and these devices do not have this issue. My previous device the Nav V did not have any problems. I asked if I could just exchange the Nav-VI for a Zumo XT2, what I perceive to be a reliable tool for navigation, the request was declined and I was told to just continue with the Nav-VI.
  I have no confidence in this device, and feel that I have given Garmin a fair chance at fixing the problem over the past 6yrs. Customer service has been efficient but has not been able to resolve my primary complaint, to have a product that I can trust.
  I decline to acknowledge that it "could" be fixed especially considering I've had 5 previous devices fail. I am requesting that Garmin offer a full refund for device replacement, sales tax and shipping

  Business Response

  Date: 09/21/2023

  We are in direct contact with the customer to resolve this complaint. 

  Customer Answer

  Date: 09/21/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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. The business was very prompt in responding to the complaint, and the customer service and effort to resolve my complaint was excellent. I wholeheartedly appreciate the effort put forth and have no further issues.
  
  
  
  Regards,
  
  
  ******* *****