ComplaintsforFitbit, Inc.

• Initial Complaint

  10/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Jan. 6, 2023 I bought a Fitbit Charge 5. Within the last month I started having problems & the device would go dark. Unless I connected it to the charger it would not come back on. Impossible to connect to a charger in the middle of a workout. Also, if I opened the app on my phone, the device would go off unless I connected it to the charger. I also suspect my device was not holding a charge because when I would connect it, the readings on the device would sometimes be all over the place. I deleted the Fitbit app & reinstalled it & experienced no change. I posted in the community & also contacted Fitbit support. I do think some of the ***s were genuinely trying to be helpful. After a few days my case was escalated to upper supervisor. Meanwhile, the issue with my device got to the place where I couldn't trust it would work when I needed it to whether to tell the time or during my workout & one day I lost all of my steps & couldn't recover. The point of a Fitbit, other than to know what time it is, is to keep up with steps, calories, etc. Because of the problems with my Charge 5, I went out & bought a Charge 6. Shame I paid what I did for the Charge 5 and it only worked well for a little over a year & a half. When you pay that amount of money there is expectation it will be a trustworthy product & last longer than a year & a half. One ***, offered me 50% off on another device which would have been great had I not already bought one of their devices at a store near me. The next *** my case was escalated to, *****, attempted to resolve the matter by offering a band. I asked questions about one of the bands & was told that particular band was not included in the offer. The particular band I was asking about was there among the link he sent me. So, I asked specifically about the Infinity band they noted was included so I could see ****** received no further response. I have continued to reach out for the past 2 days with no response. At this point, I can't recommend.

  Business response

  10/23/2024

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

  Customer response

  10/25/2024

   
  Complaint: 22459848
  
  I am rejecting this response because: Fitbit has not followed up answering my questions, so I have decided to decline their offer and also return the Charge 6 I bought and buy a watch from one of their competitors. Their customer support is pitiful.
  
  Sincerely,
  
  ***** ******

  Business response

  10/26/2024

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

  Customer response

  10/28/2024

   
  Complaint: 22459848
  
  I am rejecting this response because: for the length of time they would respond was too long. The Charge 5 lasted a little over a year and a half and they offer me a Fitbit band. Mind you, they had offered 50% off another device, but this is after I purchased a Charge 6 to replace the 5. Because it would take sometimes two days for them to respond and I started having problems with the 6; I decided to return the Charge 6 and decline their offers and buy one of their competitor's devices. They didn't respond in a timely manner, so I felt they didn't value me as a customer. I done with **********************.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  10/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a fitbit ionic just before they recalled them. I sent my fitbit ionic in following the recall procedures. I selected ****** as my refund method. It has been years, and I have not received my refund. I have been trying to work with google/fitbit support for the last several months and they are not getting anywhere on this. Now they are asking for proof of purchase by asking me for the original box and/or purchase receipt which I don't have anymore. This purchase was made years ago and I did not anticipate needing to return the item. Then the recall happened. I'd like my refund or my watch back. This process should not take years to resolve. This company is inept and have the worse customer service I have ever dealt with, taking weeks to respond in emails and seem to have lost my watch. I have verified my google/fitbit account with them, there is no need for all of this extra stuff to deal with. I have lost my patience and I am considering legal action against google/fitbit over this matter.

  Business response

  10/20/2024

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

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Fitbit Versa 4 watch & had an issue with it 9/2023. I contacted ***************************** guaranteed they fixed it. Unfortunately that was NOT the case. Ive made numerous attempts to get the issue resolved. They tried to have me redo the steps they previously used to try to resolve the issue. That was unacceptable. They then said the watch was defective. They dragged it out so long that the warranty expired. Now they tell me Im not covered because its so long out of warranty.

  Business response

  10/15/2024

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

  Customer response

  10/21/2024

   
  Complaint: 22426565
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

  Customer response

  10/21/2024

  They are refusing to send a new watch.  They gave NO response to emails previous to my complaint.  They do NOT have the correct timeline of events that occurred.  I made first contact before the warranty expired.  They conveniently do not have a record of this.

  Business response

  10/22/2024

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

  Customer response

  10/22/2024

   
  Complaint: 22426565
  
  I am rejecting this response because:

  They emailed me & basically they arent going to do anything else.  They are standing behind the original decision.  They arent "working" with me towards an amicable resolution.

   

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

• Initial Complaint

  10/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have not received my refund for my Fitbit Ionic recall. ********************************************************************************************************************************** I sent in the recalled fitbit almost 2 years ago and they still have not refunded me the owed amount $299.00. I am not the only person that has this issue, hundred of people are missing refunds as well *************************************************** referenced number they sent me is **************** The fitbit email account I have with them is ************************ The ****** email they were supposed to send the money to is ******************* The attached image shows the return kits tracking number on the right side of the picture which was used to send the returned recalled fitbit back to them.

  Business response

  10/15/2024

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

  Customer response

  10/16/2024

   
  Complaint: 22419077
  
  I am rejecting this response because: I have contacted the business multiple times for my refund. It has been over 18 months since I have returned the recalled product to the business. They refuse to refund. As you can see in the attachment 1, they ask for The email address associated with Fitbit Ionic's account, a picture of your purchase receipt, a picture of the box of your device showing the serial number. Each one of these things are not required or asked for in the original process of the recall as seen in attachment 2-5 and their own website https://support.google.com/fitbit/answer/15117826?sjid=16243520441591273025-NC#zippy=%2Chow-do-i-get-a-refund

  It is a delay tactic for them to not refund. Many other victims are having the same issue with this company https://www.facebook.com/groups/385090077007709/

  I hereby demand that the payment of the full amount of the Debt be paid to me within 30 days from the date of this letter at the following address:
  PayPal Email: mansaluca@gmail.com
  Please note that if I have to commence legal proceedings in order to secure payment of the debt owing, this letter will be tendered in court as evidence of your failure to attempt to resolve this matter. Further you may be eligible for any court costs, attorney fees and damages, including punitive damages.
  You may want to contact a lawyer to discuss your legal rights and responsibilities.
  

  
  Sincerely,
  
  Lucas Tran

  Business response

  10/16/2024

  We’ll continue to work with the customer towards a resolution within the scope of our policies.
  

  Customer response

  10/17/2024

   
  Complaint: 22419077
  
  I am rejecting this response because: They claim they are "working with the customer within the scope of their policies". They are doing no such thing. They are unresponsive and use delay tactics by asking for pictures of receipts and serial numbers 2 years after the recalled product was returned to them. It is unethical and wrong to have customers return recalled products and then deny payment by asking for more information that was not orginally requested such as pictures after the products are already returned.

  I have contacted the business multiple times for my refund. It has been over 18 months since I have returned the recalled product to the business. They refuse to refund. As you can see in the attachment 1, they ask for The email address associated with Fitbit Ionic's account, a picture of your purchase receipt, a picture of the box of your device showing the serial number. Each one of these things are not required or asked for in the original process of the recall as seen in attachment 2-5 and their own website https://support.google.com/fitbit/answer/15117826?sjid=16243520441591273025-NC#zippy=%2Chow-do-i-get-a-refund
  It is a delay tactic for them to not refund. Many other victims are having the same issue with this company https://www.facebook.com/groups/385090077007709/
  
  Sincerely,
  
  Lucas Tran

• Initial Complaint

  10/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to submit a complaint against Fitbit for not honoring their refund for three Ionic watches i sent in. I received three reference numbers when i registered for the return on 3/28/2024. The reference numbers are ****************, ****************, ****************. I sent all three watches to them in the prepaid packing they sent **** have called and emailed them numerous times only to be told that it is currently being processed or has been escalated. They have also told me that it is currently being processed with no results. It has been several months that this has been occurring with no results. They seem to only be misleading me and have no intentions of honoring my refund. They have gone so far as to keep adding criteria as they go along such as requiring a receipt which is not indicated on this recall. They are supposed to refund $299 per returned watch due to a recall hazard. The original recall dates for the Fitbit Ionic was March *******. Recall number for this is ****** on ********.

  Business response

  10/10/2024

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

  Customer response

  10/13/2024

   
  Complaint: 22400415
  
  I am rejecting this response because:
  Fitbit has not responded quickly enough. They have only advised they would look into the matter and have not got back to me in a timely and acceptable manner.  
  
  Sincerely,
  
  Gabriel Guerra

  Business response

  10/14/2024

  We’ve previously followed up with the customer and stand by our last response.

  Customer response

  10/16/2024

   
  Complaint: 22400415
  
  I am rejecting this response because: Fitbit has no intention of providing a refund for the three watches sent to them. I have sent them three references numbers and have asked them for details on these and they have chosen not to answer this or any other question I have asked them. I also asked them for proof that a receipt was required for the original recall and they did not provide that either. They are trying to now say they require a proof of receipt which was not part of the original recall on CPSC.gov recall 22-089. They are using stall tactics in order to discourage providing refunds. A receipt is not required per the original recall. These watches were issued from 2017-2021, who is going  to have the original receipt from that long ago? They have been uncooperative for several months after receiving my watches and not providing a resolution. They obviously do not care about their customers or repeat business. I would like this escalated by the BBB. 
  
  Sincerely,
  
  Gabriel Guerra

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Filed for the Ionic refund February 2022. Received a confirmation that funds were to be sent to my account within 10 days. I have spoken with the iconic team countless times between May 2022 and Early 2024, it is always given to the higher **** February of 2024 I sent in a 30 day demand of payment, again with no resolution.

  Business response

  10/08/2024

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

• Initial Complaint

  10/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased the fitness tracker watch from ****** retailer, brand new in unopened box on Sep, 18th 2024. The band was attachment to the watch body was faulty and detached itself 4 or 5 times when I took it off to charge. Then, on Oct 1st, not even two week after purchasing the watch, the band came off during swim and watch fell off my arm. I could not find the watch after it fell off my arm. I contacted fitbit and they said it was out of warranty, even though it was two weeks old and warranty is 1 year. There are a lot of complaints online about this faulty band attachment and customers' watching falling off their arms. I attached both an invoice and email from Fitbit customer service.

  Business response

  10/04/2024

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

  Customer response

  10/06/2024

   
  Complaint: 22377319
  
  I am rejecting this response because:
  

  The company stated that ****** is not authorized retailer for their products, and they will not warrant their products. This is quite disturbing since ****** is the second biggest retailer in the world. I'm not sure if there's anyone that does not buy products on ****** and it's a respected retailer.  This appears to be a scheme by fitbit to avoid warranty claims. I understand the company was bought out by ****** and they don't want to honor warranties. This is terrible business practice.

   

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

  Business response

  10/08/2024

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

  Customer response

  10/10/2024

  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

  10/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Fitbit advertised that they would issue a refund to anyone who returns the Fitbit Ionic watch. I called them, and they sent me a pre-labeled shipping box. I sent the watch back in the box to the address - *****************************************************. *** lost the package and needs confirmation from Fitbit regarding the $ value and other confirmation. However, Fitbit is not responding to or assisting with the concerns related to the lost package - *** claim investigation **********A. Fitbit **** keep saying, "They will escalate the matter." However, nothing has been done to contact *** or further escalating the issue internally. I am at loss of the watch and refund of $299. This is a scam, and requesting BBB to help reach a resolution.

  Business response

  10/02/2024

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

• Initial Complaint

  10/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I brought a fitbit product thinking it was a fitbit problem in June 2024. have had problems with the device not working properly and as I call fitbit support I find out that is not a fitbit product... it a ****** product. not what I thought I was buying. I know that the Alleged Fitbit product containsand has a lot of my personal information that I find is now accessed and kept by ******. ****** is known for violating antitrust loss and it's been sued. Because of that I feel that my personal information is at riskand do not want to be part of ****** products because of this particular reason. I feel I was lied to I know. I was lied too when I bought this product. That I no longer wish to wear because of these lies and misinformation.When I bought my product.I would like my money back and my information deleted from googles database.

  Business response

  10/02/2024

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

  Customer response

  10/02/2024

   
  Complaint: 22364849
  
  I am rejecting this response because:
  

  I can assure you that my privacy/data has been violated. they are trying to sweep the wrong doing under the rug. please don't allow then to get away with it. they are doing this to other people. 

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

   

  Business response

  10/02/2024

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

  Customer response

  10/03/2024

   
  Complaint: 22364849
  
  I am rejecting this response because:
  technology I can accept it yet because my money still has not been refunded and they are still asking me to share more information that they already have. I don't have proof that my data has been deleted. How can I agree to something that has not been proven to me like I've previously stated ****** is not a trustworthy company and until I get concrete verification that this has been done.

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

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to express my deep frustration with the Fitbit Versa 4 I purchased on ****** on November 25, 2023, for $150. Since the day I received it, the device has consistently failed to perform its primary functiontracking my calories burned and steps. On multiple occasions, the Fitbit has stopped recording data altogether, rendering it unreliable and unfit for ********** the device is still within its warranty period, I have contacted Fitbit Support several times (eg (e.g. case number is 8-6191000037079 and [3-4386000037063)), enduring long wait times and performing countless troubleshooting steps. Despite these efforts, the problem persists. While there were instances where the watch temporarily resumed functioning, it often failed to correct the historical data, leaving significant gaps in my workout records. This completely undermines the utility of the product for someone who relies on accurate tracking to manage their health.I requested either a replacement or a repair, both of which were denied by your support team. Twice, I was assured that the issue would be escalated and I would receive a callbackyet no one ever followed up. This level of service is unacceptable, especially for a device that has repeatedly malfunctioned within the warranty period.Given the clear and ongoing defects in performance, and the lack of resolution from Fitbit's support team, I am now formally requesting a refund. The device has failed to fulfill its intended purpose, and Fitbit has failed to honor its warranty obligations. As someone who depends on accurate tracking for health and dietary management, this experience has not only been frustrating but has had a direct impact on my well-being.

  Business response

  10/01/2024

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

*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. ↩