Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/21/2025

  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 want to cancel my membership and should be able to at anytime no matter the choice of membership upfront. The device does not do anything more than my current health tracker and I would like to be refunded the remaining months on my membership.

  Business Response

  Date: 05/24/2025

  Hello, and thank you for your feedback.

  
  WHOOP is committed to providing members with a high-quality experience that evolves over time through new features, data insights, and product improvements.
  Weve reached out to you directly via ******************************** using the email you provided here in order to assist you further and provide support based on your individual circumstances.

  
  If you need additional help, please dont hesitate to reply to our email or contact us directly at ********************************.Thank you again for reaching out.
  
  

  
  

• Initial Complaint

  Date:05/20/2025

  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 BBB,I am writing to file a formal complaint against Whoop concerning a significant change in their membership policy that I believe constitutes a breach of the original agreement at the time of my purchase.I am emailed them on the 16th of May, and have not heard back.When I enrolled in the Whoop membership, the companys website explicitly stated that members who remained active for six months or more would receive a free upgrade to the latest device. This promise was a pivotal factor in my decision to subscribe.However, Whoop has since altered this policy, now requiring an $89AUD payment for the device upgrade, despite my fulfillment of the original six-month membership condition. This change contradicts the initial promise and feels deceptive, especially as the free upgrade policy was a core benefit of long-term membership that I paid Upfront. According to Section 12 of Whoops Terms of Service, customers are entitled to request a refund within 30 days of a policy change. I am exercising that right.I have already filed a chargeback with my bank under the reason of services not rendered, as the membership benefit that influenced my purchase decision has not been delivered. Nevertheless, I am willing to cancel the chargeback if Whoop agrees to issue a full refund or honour their free device upgrade and cancel my membership.I am formally requesting:A full refund of my membership fees If they cannot provide a refund, Honour the Free Device Upgrade When I Hit My 6 Months. This issue has garnered media attention, highlighting the broader impact on consumers. Whoop has deleted all reference of this policy, please see this as evidence under the heading "A Membership Model":*********************************************************************************************************************** hope this matter can be resolved promptly and *****************************

  Business Response

  Date: 05/20/2025

  Hello, and thank you for taking the time to share your feedback. We're sorry to hear that your experience with WHOOP has not met your expectations.
  
  We appreciate having had you as a member and value the opportunity to address your concerns. After further review, I can confirm that we received your email and that our support team has responded to you with a resolution.
  
  If you have any other questions about this in the meantime, please reach back out within the support email and a member of our team will be able to assist further.
  
  Best,
  
  WHOOP Support Team

  Customer Answer

  Date: 05/20/2025

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  Sebastian 

• Initial Complaint

  Date:05/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My battery charger pack does not work anymore. I have tried everything listed on their website to no solution. Because I cannot charge the battery pack I am unable to use the product as of 4/27. When I emailed their customer service, they asked me to do all those steps again, to which I did and told them to send me a new battery pack. Filled out a form and followed their instructions to only be sent a new WRISTBAND. Upon emailing them my frustration their response is "keep it, we will send you a battery pack." I then spend another 3 weeks emailing with their customer service to what feels like groundhog day every time. No one knows what to do, I have to explain the situation over and over, no one knows how to handle my situation. The straws that broke the camel's back are two things 1) i filled out their form to get what i thought was a battery pack and now i'm being asked to return the wristband. 2) when i followed up, someone then tells me we sent your battery pack on May 10th. which is not true, i was sent the wristband on May 10. I NEED A NEW BATTERY PACK!!!! I'm also not going to waste my time sending them back a product that i did not ask for. This company has no idea what they're doing and their customer service is absolutely worthless.

  Business Response

  Date: 05/20/2025

  Hello, and thank you for taking the time to share your feedback. We are sincerely sorry for this experience with your recent replacement order.
  
  After further review, I can confirm that we received your email, and that our support team has responded to you with a resolution. We can confirm your Battery Pack Replacement order being processed. 
  
  If you have any other questions about this in the meantime, please reach back out within the support email and a member of our team will be able to assist further.
  
  Best,
  
  WHOOP Support Team

• Initial Complaint

  Date:05/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The complainant was led to believe that by renewing their WHOOP membership, they would receive access to the WHOOP 5 device and a membership for 22 months total (a year + 10 bonus months). This was confirmed in writing by WHOOP Support on May 16, 2025.Shortly after this confirmation, the complainant requested cancellation and a refund, citing concerns that WHOOP had misrepresented its membership promises. WHOOP proceeded to cancel the membership but denied any refund, stating that the total paid ($450 over 15 months) exceeded the quoted value of a 24-month subscription ($389.64). Despite cancellation, WHOOP is not providing service for the remaining 10 months the customer expected to receive and is refusing to refund the quoted subscription value.Requested Resolution:Refund of at least $389.64 (quoted value for 24 months of service)Acknowledgment that canceling the membership while denying refund or service constitutes a breach of terms and deceptive business practice

  Business Response

  Date: 05/18/2025

  Hello, and thank you for reaching out.

  We sincerely apologize for any misunderstanding regarding your recent inquiry. After reviewing the matter further, we can confirm that the issue has been fully resolved. A refund has been processed for the remaining months of your membership.

  It appears that a member of our support team has been in direct communication with you. Should you have any additional questions or concerns, please dont hesitate to reply to your current support email thread or contact us at ********************************************************.

  Thank you for giving us the opportunity to make this right.

• Initial Complaint

  Date:05/15/2025

  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 regarding WHOOP, Inc. based in ******, ***I was a paying WHOOP Pro subscriber through early 2024. As part of the membership, I was entitled to certain free items. WHOOP took my payment but failed to adequately inform me that if I didnt claim these items by a specific date (February 25, 2024), I would lose them entirely. I was never notified of this cut-off, nor was I offered a refund or alternative, even though I paid for the full membership *********** January 2025, I renewed my membership in good faith, only to be told I was no longer eligible for any unredeemed items, including the newly released WHOOP 5.0. When I contacted WHOOP support, they repeatedly sent generic responses, refused to refund me, and deflected responsibility, despite my clear explanation that no prior notification was given.Separately, my WHOOP 4.0 device is malfunctioning it regularly provides inaccurate sleep data. For example, it recently logged just two hours of sleep, even though I had slept uninterrupted for over eight hours. The core functionality of the device is now unreliable.I believe WHOOP has engaged in unfair or deceptive business practices: they took money for a product or service that was not delivered as advertised and continue to deny accountability. I am seeking:A full or partial refund for the unused Pro benefits that were withdrawn without notification.A remedy or replacement for my faulty WHOOP 4.0 device.A formal acknowledgment of the lack of clear communication regarding the expiration of benefits.I have tried to resolve this directly with WHOOP Support via email, but I have not received a satisfactory or personalized response. I am therefore requesting BBBs assistance in resolving this issue.

  Business Response

  Date: 05/20/2025

  Hello, and thank you for taking the time to share your feedback. We're sorry to hear that your experience with WHOOP has not met your expectations.
  
  We appreciate having had you as a member and value the opportunity to address your concerns. After further review, I can confirm that we received your email, and that our support team has responded to you with a resolution.
  
  If you have any other questions about this in the meantime, please reach back out via the support email and a member of our team will be able to assist further.

• Initial Complaint

  Date:05/14/2025

  Type:Order 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.

  Whoop lied in its article blog saying all existing users will be eligible for free upgrades. This is a large reason why I purchased my whoop 4.0 in 2024. I feel lied to and scammed based on the ground they deleted the article after the release of the new 5.0 which I believe all 4.0 users should be eligible for free. They think deleting the article is the proper make right but I find it to be a sloppy attempt of covering up a scam.

  Business Response

  Date: 05/20/2025

  Hello, and thank you for taking the time to share your feedback. We're sorry to hear that your experience with WHOOP has not met your expectations.
  
  We appreciate having had you as a member and value the opportunity to address your concerns. Regarding your membership status, our team has reached out to you via the email address you provided. You can expect further communication from us at ******************************** with additional information.
  
  If you have any further questions or need assistance in the meantime, please dont hesitate to reply directly to that email. A member of our support team will be happy to help.
  
  Sincerely,
  WHOOP Support Team
  
  

• Initial Complaint

  Date:05/13/2025

  Type:Sales and Advertising 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.

  Dear BBB,I'm formally complaining about Whoop's misleading marketing. On March 2, 2025, I ordered (n. B4012145) a Whoop device and subsequently purchased a full year's subscription (paid upfront). A key factor in my decision was Whoop's active advertisement of a free upgrade to their newest device upon release, at no extra cost to subscribers. I have archived website evidence of this promise (see attachment).Upon the new device's release, ********************** removed this upgrade offer and now demands 59 + shipping or another year's upfront subscription for it. This contradicts their initial promise and feels like a deceptive business *********** direct complaint to Whoop was met with a reiteration of their current terms, completely disregarding the offer made during my purchase. They failed to acknowledge the discrepancy in their marketing.I believe Whoop's actions constitute misleading advertising and a failure to deliver on a promised benefit that directly influenced my year-long subscription commitment. I request the BBB's assistance in ensuring Whoop honors the originally advertised free upgrade to the Whoop 5.0. without any extra cost or need to pay another year long subscription upfront.Thank you for your time.Sincerely, Zuzana Lehock

  Business Response

  Date: 05/13/2025

  Thank you for reaching out and sharing your thoughts. We understand that recent changes to our upgrade policy may be frustrating, and we truly appreciate you taking the time to voice your concerns. After reviewing this further, it appears that a colleague from our support team was able to contact you by email to help resolve this concern. If you have any further questions, you can respond there, or contact us directly at ********************************************************. 

• Initial Complaint

  Date:05/12/2025

  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 Better Business Bureau,I am writing to formally lodge a complaint against Whoop **** regarding their recent policy change concerning device upgrades. When I originally purchased my Whoop subscription, the company clearly advertised that members would receive free device upgrades as part of their ongoing membership benefits. This was a significant factor in my decision to choose their product, as it provided assurance of access to the latest technology without additional costs.However, with the recent launch of the Whoop 5.0, the company has changed its policy and is no longer offering free upgrades to existing members. This sudden shift in policy is both disappointing and misleading, as it effectively alters the terms of the agreement that I initially entered into when subscribing to their service.I believe this change constitutes an unfair and deceptive business practice, as it retroactively removes a key benefit that was originally promised to loyal customers. I am requesting that ********************** **** either honors the original commitment to provide free upgrades or offers a reasonable alternative to existing members who were impacted by this policy change.I kindly request your assistance in resolving this matter. Thank you for your time and support.Sincerely,Mit

  Business Response

  Date: 05/18/2025

  Hello, and thank you for taking the time to share your feedback.

  At WHOOP, were dedicated to delivering a high-quality member experience that grows with youthrough new features, personalized insights, and ongoing product enhancements.

  Weve reached out to you directly at ******************************************************** using the email you provided here so we can take a closer look at your account and provide personalized assistance.

  If you have any additional questions, feel free to respond to that message or email us directlywere here to help.

  Thanks again for connecting with us.

  Customer Answer

  Date: 05/18/2025

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  Mit *****

• Initial Complaint

  Date:05/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 13, 2024, I purchased a WHOOP 4.0 12-Month Subscription for $256.94 (including taxes, shipping, and handling) under order number ************ an avid Apple Watch user, I was drawn to ********************** based on specific advertising claims that strongly influenced my purchase decision. WHOOP publicly stated on its website (as recently as March 21, 2025), No need to buy a new device each time it is released; you can upgrade for free.Additionally, WHOOP advertised: Instead of purchasing new hardware every time an updated model is produced, WHOOP members receive the next-generation device for free after having been a member for six months or more.These representations clearly indicated that loyal members would receive complimentary hardware upgrades. To further entice customers, ********************** promoted that members would have access to the latest and greatest technology. Yet with the release of the WHOOP 5.0, the company introduced a new higher tier device priced separately and did not honor the original upgrade promise.On or about May 10, 2025, WHOOP publicly responded to customer complaints via Reddit, asserting that the free-upgrade promise was never official policy. Notably, the blog post containing the original upgrade promise was quietly removed from their website following public backlash.I am requesting a full refund for my subscription plan. WHOOPs advertised claims at the time of my purchase have since been altered and no longer reflect the agreement I entered into as a customer. This constitutes deceptive and misleading business practices.

  Business Response

  Date: 05/18/2025

  Hello, and thank you for your feedback.

  WHOOP is committed to providing members with a high-quality experience that evolves over time through new features, data insights, and product improvements.

  Weve reached out to you directly via ******************************************************** using the email you provided here in order to assist you further and provide support based on your individual circumstances.

  If you need additional help, please dont hesitate to reply to our email or contact us directly at ************************************** you again for reaching out.

• Initial Complaint

  Date:05/10/2025

  Type:Sales and Advertising 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 writing to formally lodge a consumer complaint against WHOOP, Inc., a company that markets and sells fitness wearables under the brand WHOOP. My complaint pertains to what I believe constitutes false advertising, deceptive trade practices, and a retroactive change in policy that materially impacted my purchase *********** 2023, I became a WHOOP member based on explicit advertising published on WHOOPs own website. One of the core incentives to subscribe was a clearly stated promise: WHOOP members receive the next-generation device for free after having been a member for six months or more. This statement was published in a promotional article directly on WHOOPs website, titled 8 Features That Make WHOOP The Best Fitness Tracker For 2023.That promise influenced my decision to choose WHOOP over other fitness trackers on the market, especially because competing brands require users to buy new hardware with each update. I expected WHOOP to honor that commitment as part of the membership model they heavily *********** 2025, WHOOP released the 5.0 version of their device and then reversed course on their upgrade policy. Now, instead of honoring the six-month upgrade commitment, the company only offers a free upgrade to users with more than 12 months remaining on their subscription, or to those willing to pay a one-time fee. This policy change was not disclosed at the time of my purchase and contradicts the original agreement.This is a classic case of bait-and-switch marketing. Had I known the company would revoke the free upgrade policy retroactively, I may not have subscribed. WHOOPs actions are misleading and violate reasonable consumer expectations based on their own written advertising and representations.I respectfully request that the BBB investigate WHOOP for false advertising and deceptive marketing practices.

  Business Response

  Date: 05/18/2025

  Thank you for sharing your feedback.

  WHOOP is committed to providing members with a high-quality experience that evolves over time through new features, data insights, and product improvements.

  At this time, it looks like a member of our support team has been in direct communication with you. If you have any additional questions or concerns, feel free to reply within your current support email thread or send us a new message at ********************************************************. Were here to help however we can.