ComplaintsforFitbit, Inc.

• Initial Complaint

  11/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a vegan leather band for my Fitbit Charge 5 and it is giving me a bad rash. I wrote to Fitbit and tried to get a replacement, but they told me they would only give me a band that is cheaper, silicone (of which I am allergic to) or a woven one. I would like a new leather band of equal value to replace the one that is giving me a rash. I have sent numerous pictures and gone back and forth and now I haven't gotten a response.... horrific.

  Business response

  11/12/2024

  "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

  11/13/2024

  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,
  
  ****** Ten Eyck

• Initial Complaint

  11/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I started to have issues with my fitbit sense 2 in early Oct 2024. I purchased a new charger thinking maybe it wasn't working properly after noticing the battery life did not last as long. The issue got progressively worse and during this time I attempted the troubleshooting steps listed on the website and updated the software, as suggested per the help center. During this time, the fitbit would also randomly cycle on and off, regardless of battery life. I contacted customer service and continued troubleshooting. After there was no resolve with those steps, I contacted customer service again to ask about a warranty replacement. I was then told that the warranty had run out on 10/26 and that I would receive a 35% off coupon for a new product. After making it clear that my issues and troubleshooting had started before that date, I requested the issue be escalated. I was told that it would be and I would receive an email update. I checked again today with customer service as there has been no update. After searching the help community, I have noticed that devices malfunctioning as soon as they are out of warranty is a massive failure on the part of fitbit. I feel that my device should be replaced, free of charge, since the issues started earlier in the month.

  Business response

  11/08/2024

  "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

  11/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I saw the Ionic Fitbit Watch recall program! so I sent 5 watches back to the company on 01/22/2023 via *** shipping! and Fitbit company asked to wait within 5-7 days to refund $299.00 for 1 watch I have 5 so total is $1,495.00! I waited more than 3 months and contacted Fitbit through the phone number on the website! The company asked to wait again because of the large number of consumers returning the goods! now waited 1 year and 9 months still no payment! My ************** contact: ***************************

  Business response

  11/03/2024

  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

  10/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I returned my ionic device to ********************** for a recall. The item was received june 11 verified by Fitbit june 14 and was quoted quoted 6-8 weeks for payment via ******. I have still not received my recall money and Fitbit are now demanding proof of purchase and are refusing to issue my recall payment. My recall registration number is **************** My support case number is Re: [5-9743000037203] Your ****** Support Inquiry: Case ID

  Business response

  10/31/2024

  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

  11/04/2024

   
  Complaint: 22494523
  
  I am rejecting this response because:
  I did not hear any response back other than that they are "reviewing the case" which is something that I have heard for months at this point. 

  
  Sincerely,
  
  ** ****

  Business response

  11/06/2024

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

• Initial Complaint

  10/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Oct. 22, 2024 my Fitbit Inspire 3 fitness watch stopped syncing with the associated app on my ******* phone. I looked for help on the app and tried everything it suggested without success. I tried help menus on the phone without getting anywhere. This went on for several days and I finally got so frustrated that I finally went to the website looking for help. There I found that they were aware of the trouble all along and had just not bothered to tell their customers about the problem. They have our email addresses so could have explained this to us if they respected their customers. It could be that they are just trying to get us to buy the top of the line product they offer instead of the affordable model I bought a few months ago. If they don't get this fixed soon I will be forced to buy something else and it sure won't be a Fitbit or ****** device.

  Business response

  10/29/2024

  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

  11/04/2024

  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. It would have been better if there had been communication from the business rather than repeated trials on my part. But after 3 downloads the new app solved the problem. Poor communication is the root of many problems in todays society.

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

• Initial Complaint

  10/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Fitbit placed a recall on their ionic and with return they would compensate 299 per watch.I have successfully returned 5 watches from cases opened on JANUARY 15 2023. 2 of these were paid and three (3) remain pending.I have called them on:March 09 2023, March 28 2023, May 15 2023, July 26 2023, October 24, 2023, January 09 2024, May 14 2024, October 28, 2024.On all of these calls agents said all is in order and escalated the case and saying they do not know why it hasn't been processed. It has been almost TWO years of **********'s causing issues within my relatives who are suspecting I may be pocketing their refund.I am submitting this complaint as some proof that I am not.They were surprised at the lack of responsible action on Fitbit's response. Some even suggested campaigning for class action; but that's not the case. I just want things to be as expected.After 8 calls and almost TWO years, I believe I have been patient enough.I have the return numbers and agents name if needed.

  Business response

  10/29/2024

  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

  11/02/2024

   
  Complaint: 22483020
  
  I am rejecting this response because:

  I was initially contacted by Fitbit to provide case numbers (which i did, see attachment) but have not recieved any resolution.

  Still waiting.

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

  Business response

  11/06/2024

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

  Customer response

  11/07/2024

   
  Complaint: 22483020
  
  I am rejecting this response because:

  Their communication consisted of supplying them with original receipts, pictures of the boxes , serial numbers, etc

  Please be advised that it has been years since the items were purchased, and I do not have a copy of the receipts. Furthermore, it has been almost two years since the boxes were returned, and Fitbit acknowledged receiving the items. Sadly, I did not take pictures of the items or boxes, mainly because I did not think I would need them, nor were they originally requested.

  
  

  It seems to me that Fitbit is stalling and imposing new demands for them to honor their commitment with their own initial requirements.

  
  

  This case has caused me more headaches with family members than any refund amount could possibly compensate for. I believe any observer would agree.

  
  

  I can only hope that this is not the standard modus operandi Fitbit is embracing. It is not proper for a large company to burden its consumers like that.

   

  I feel very frustrated dealing with this for years.

  I completed my part of the process (per their own instructions), they acknowledged receiving items, now after almost two years, it's time they complete theirs. 

   

  I respectfully request that the three outstanding refunds I am owed be processed expeditiously after two years and many calls with no resolution.

  
  

  Once again,  the reference codes pending were provided in email to their representative.

  
  

  Hope to hear from them soon.

• Initial Complaint

  10/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive had 4 defective replacements, which is a total of 5 defective devices in just over a year. Im still waiting to see if they will bother sending one that works for my SIXTH one. It seems like there are some quality control issues with the refurbished devices, as that is what they used to replace the defective *brand new* one. I received this as a gift, and at this point, the only reason I continue to bother is because I dont want to hurt my boyfriends feelings. This is the last time I will own a Fitbit, and if I happen to receive one in the future as a gift, Ill return it for a refund immediately. I am completely astonished by my experiences with with these devices. This is quite possibly the most difficulty Ive had with a product, its definitely in the top five worst product experiences. I cannot say emphatically enough how little I think of these devices and this company. Ive spent so much time on the phone troubleshooting and returning Fitbits that I feel I should be paid for my time. Absolutely ridiculous. Speaking with their customer service is hit or miss, Ive had one that was helpful, and a couple be sarcastic/antagonistic. I honestly believe that they intentionally send defective devices after requiring you to make a return in hopes that you will eventually give up.

  Business response

  10/28/2024

  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

  10/30/2024

   
  Complaint: 22477015
  
  I am rejecting this response because: This item was purchased brand new, and lasted approximately 7 months. I have since been sent 4 refurbished devices that have ultimately proven to be defective. The most recent replacement would not even charge when I received it. I am requesting a new device, as I have had multiple defective refurbished devices and any sort of quality control appears to be nonexistent. Contacting customer service, troubleshooting, and returning these devices have taken an inordinate amount of time at this point. I have attached screenshots of my replacement history. 
  
  Sincerely,
  
  ******** ******

  Business response

  10/30/2024

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

  Customer response

  11/02/2024

   
  Complaint: 22477015
  
  I am rejecting this response because: I received a replacement around 3 pm today. It said that it needed an update, and four hours later, its still showing that the update is only about 25%. When I had a device that functioned, it never took this long to update or set up. It has been in the immediate vicinity of my phone the entire time. This now makes the fifth defective replacement Ive received, and six defective devices counting the original that was purchased brand new. I have spent way too much time and effort speaking with customer support and returning devices. At this point, the only thing I am interested in is a refund.

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

• Initial Complaint

  10/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Fitbit is not honoring the recall of the FItbit Ionic.I have two (2) different units that has been desabled according to the instructions given by FItbit. However i've never recived any refund payment for these watches.The recall references are:2023042304665593 **************** My case/complaint number at Fitbit is:8-7872000036706 Fitbit is just stalling this case. The answers via phone ******, e-mails and Community Forum are always the same; Just wait.The total amount they need to refund for these two watches are 2 x $299.00 = $598.00 in total.

  Business response

  10/24/2024

  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

  10/30/2024

   
  Complaint: 22467431
  
  I am rejecting this response because:

  Fitbit refuses to honor the recall/refund and dismisses my claim without any explanation.

  As instructed by Fitbit, the watches was discarded once the refund claim was filed. And since the the process has taken 18 months (even though the initial waiting time was 3-6 weeks for a refund), boxes, recipes etc. has been thrown way. 
  The above results in me not being able to provide any proof of purchase etc.

  I have submitted the emails to Fitbit, that states that the refund process is in progress, and accepted.

  Nowhere in the terms and conditions regarding the refund, was there any requirement that I should be able to prove ownership after 18 months.

  
  Sincerely,
  
  ***** ****

  Business response

  10/31/2024

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

  Customer response

  11/05/2024

   
  Complaint: 22467431
  
  I am rejecting this response because:

   

  Fitbit keep demanding that I show proof of purchase (receipt), even though this isnt required to receive a refund.

  Fitbit doesnt answer my repeated questions as to why proof of purchase is required. I see this only as a way of stalling the case, and an excuse to not honor the recall/refund.

  It has taken 18 months so far since the request for refund has been submitted , so of course I dont keep a hard copy of purchase recipes and/or boxes for the watches. The watches themselves were discarded as instructed in the Fitbit terms and conditions.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  10/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My insurance company supplied me with a Sense 2 around May 2024. The device is supposed to track exercise data. Mine device tracked the data for a while then it quit tracking some data. I reached out to Fitbit on multiple occasions and they would say they are aware, then I was unable to get any response. I have done all the steps, uninstall, reinstall, clear cache, etc etc and the problem always comes back. The ******** community group is full of people having various issues. And everyone is getting no response from Fitbit

  Business response

  10/29/2024

  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

  10/22/2024

  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,
  
  ***** ******

*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. ↩