Fitbit’s earns a 1.6-star rating from 113 reviews, showing that the majority of fitness enthusiasts are dissatisfied with wearable devices.
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Watch
My Fitbit watch is a Versa 2 and worked well until I downloaded a recent update from the Fitbit App. Their update immediately caused the watch to continually display the Fitbit logo. When the watch is turned off, it will simultaneously turn back on by itself displaying only the logo until the battery is depleted. When contacting their customer service phone support, they escalated the problem to their “Fitbit team” and advised me I would receive an email from them. I received a canned email response a short time later indicating my watch is out of warranty and they will offer a 35% discount towards a new watch. They did not address the fact the update caused the working product to fail. I traded a few additional emails with Fitbit but they continued to reference the watch is no longer covered under warranty. This takes on the appearance of a scam to increase product sales. Is it possible engineering and marketing produced an update to cause a product to fail in an attempt to sell new product? That's my guess. Needless to say, I will not be purchasing another Fitbit product.
Desired outcome: Want the watch fixed.
Ionic recall
I have been a Fitbit customer for many years and have been satisfied with their products. Between my wife and myself we have owned six Fitbit watches. I was notified by Fitbit that my Iconic was being recalled and I should stop using it. On July 21, 2022 I registered my watch and received a reference #[protected]. In this email it said to Click here for Fitbit discounts. I tried that, but could not get the codes. On 7/28 I sent in my watch in the box that they sent to me.
On 8/8/22 I called and talked to Vanessa in the Ionic Recall Center and she said they had received my watch and they would send the discount codes. I have not received the codes or the refund.
On 2/22/22 I received an email which it said “We received and processed your return and verified your device is one of the impacted devices.” They noted that they will process the return within the next ten days.
Since then I have talked to the Recall Center at least twice, The first time I talked to someone who tried to send me something at my registered email, [protected]@msn.com. The email did not go through. He also tried to send me an email to my other email account, [protected]@man.com and his email went through. I asked him to resend the code information to my gmail address and he said he could not. About a week later I again called and talked to Taylor, a home worker as I heard a baby in the background. She was very unhelpful and all she said she could do is fill out a form and pass it on. I really did not feel that she had any sympathy for my situation.
I rely on my watch quite a bit. Since I sent it in I have been using an old watch and it is frustrating as I an used to better information. All I am asking is to get my refund and the discount codes so I can get another watch. I truly which someone could give me a hand to resolve this situation.
Charles E Heinonen
71 Poplar Street
Bangor, Maine 04401
[protected]
[protected]@msn.com Am not sure I can get email from you using this email
[protected]@gmail.com
Desired outcome: solve problem
Exactly the same experience as you described except I have been in touch with the Fitbit Ionic Recall folks at least a dozen times over the almost year period with no resolution and no refund. They continue to tell me to keep calling back. They escalated my case a couple of times with still nothing. After also being referred to the company they contracted with to issue the refunds and having at least 4 cases opened and closed with them because they do not have the information they need from Fitbit to issue the refund, we finally figured out the issue is that Fitbit did not follow through with sending my information over...they say there was some transmission error and instead of just sending over what they were supposed to in the first place, which is the actual authorization for the refund to me, they created an escalation case in their system and we are awaiting an answer from them for over a month and they stated there is no expected timeframe for that to be completed and the case resolved. This is the absolute worst customer service I have ever experienced. I have wasted so many hours on the phone with these people since July 2022 and it is almost mid-April 2023. If this doesn't get resolved soon, I will never purchase a Fitbit again...and I have purchased over 10 devices for myself and for family members over the past 5 years. I blame Fitbit. They wanted to appear they were being honest brokers and taking accountability for the faulty devices by issuing a recall with no real intention of ever following through with refunding the money. They probably only provided refunds to the initial respondents and then initiated a scheme to discontinue doing so because I have seen too many people have this experience...meanwhile when I am talking to the agents, they claim this is a first for them. And, of course, the way they are handling it makes zero sense. What a stupid strategy. They are now losing some of the best customers they could have ever had and continue to have to pay the people working in their recall cell. It would have probably been more cost effective to just issue the refunds...
fitbit sense
the watch stopped working properly after a required update. i was told fitbit won't honor this under warranty since it's 3 weeks over the expiration date of the watch. their update caused the watch to stop functioning properly. they said the watch was put into service july 22nd and me initial complaint was online chat prior to aug 13, but they recognize aug 13 as the official date. what horrible customer service! please help me resolve this issue.
they did offer me a 35% off coupon for a new watch, but that's not what i'm looking for
Desired outcome: all i want is a factory refurbished watch or for them to make my current watch work.
Fitbit gorjana Parker Link Bracelet
I purchased a new Luxe fitbit because I wanted the gojana bracelet - something that goes with all my attire. The bracelet continued to loosen and gap where it connected to the fitbit Luxe. Eventually it started falling off so I put an extra link in to loosen it so it wouldn't pull out of the side of the fitbit but the links kept coming apart - at about 90 days I called to complain and because it was past the 45 day warranty window they would only "replace it" they sent me the wrong bracelet and I have to go back to the fedex store to mail this one back but I don't want the replacement because I've seen the reviews and see it's faulty. I am angry that so many people have indicated this is a faulty design and fitbit continues to sell it knowing people will lose their fitbits, and they are not backing their products.
Desired outcome: I want my 50.00 for the faulty designed product fully refunded and I want them to pull the product off the market as they know it's faulty.
Fitbit Ionic recall refund
After my Fitbit Ionic was re-called in March 2022 with immediate effect, I received a confirmation that I would be refunded. Despite ringing the dedicated number several times (there is no email contact available) and being told that my refund is on the way, I still haven't received it and nobody can confirm when it will be sent out to me.
Claim number
[protected]
Desired outcome: To receive a refund rom FitBit I was promised in March.
(2) Ionic fitbit refunds
My wife and I sent our Ionic fitbits in for a refund on April 7, 2021, with the proper packaging from fitbit. I have called numerous times and have been told it is on it's way, or it is being processed, or it was sent on May 15. But we have not received a refund. I have a friend who sent his in 2 months later and has received his refund a couple of weeks ago.
Desired outcome: I would like the refund for both Ionic fitbits
Fitbit charge5
My Fitbit charge 5 battery No longer holds its charge. It has been over a week now. I completed the steps required of me. Fitbit states that they are working on a fix. They have known of this issue since 3 weeks but still no fix. My device is under warranty and I have asked for it to be replaced. They have refused to replace it. They are making me wait until they resolve the firmware issue. I believe the product is defective and I don’t believe they will fix the issue if they haven’t already within the current 3 weeks. I believe they are stalling to ensure the warranty runs out. Their warranty says repair or replace. It’s time to replace
Desired outcome: Replace my defective charge 5
I am currently going through the same frustrating process with them. After x4 Live Fitbit chats, my case was finally escalated to "upper management," only for them to suggest that I don't fully connect my Fitbit to the charger. I have a Fitbit Charge5 that dies within 2 hours after a full charge. My sister has had her Fitbit Charge5 for longer than I have, and has never had any issues. I would appreciate any advice if you have figured out how to receive your rightful warranty.
Update... After weeks of dealing with this issue and multiple Fitbit support conversations, I finally successfully completed all of the steps of troubleshooting. I finally received an email with instructions on how to receive my Fitbit Charge5 under warranty. It was an exhausting process, in which I would be happy to share tips with anyone (in hopes it resolves faster for you). Just send me a private message!
Customer services, faulty products and atrocious delivery timelines
DON'T BUY FITBIT!
I first purchased a Fitbit Ionic watch several years ago and in two years I owned the watch Fitbit had to replace it three times, as each time the watch stopped working. Fitbit then recalled all Ionic watches because of a faulty battery. I was offered a disconnected Fitbit Sense which I purchased. However, before I ordered the watch, I checked the online reviews and noticed that most people commented on the strap falling apart. Therefore, I ordered a spare sports strap at the same time as I ordered the new Sense watch (beginning of April 2022). My new Sense watch arrived and within the first month the strap fell apart. However, my new sports strap which was due for delivery on 27th May still hasn’t arrived. I have contacted Fitbit customer services on several occasions and all they can advise me is that the watch strap hasn’t been shipped yet (nearly 12 weeks after I ordered it!). This level of service is not good enough and their products are not fit for purpose.
Update - New strap is expected to arrive on the 15th July - Additionally, i can't file a warranty claim on my original Sense watch strap, as the Fitbit website doesn't appear to be working for me to upload a claim -- A BIT LIKE THEIR PRODUCTS
Product rebate not received
On March 3, 2022, I received an email informing me there was a safety recall on the fitbit Iconic that I had purchased. I was informed that I needed to register my fitbit and I would receive instructions, a shipping label, and a box to send my fitbit back for a refund of $300. I registered the fitbit on the fitbit recall website provided and received a reference number: [protected]. Approximately five days later, I received shipping materials to send it back, which I immediately did. The UPS tracking number is 1Z0E64A79012711960. i confirmed that Fitbit received my Fitbit Iconic on March 16, 2022. I sent the Fitbit to:
2670 Executive Drive, Suite A
Indianopolis, IN 46241
I called Fitbit, [protected] and was informed I would receive a $300 prepaid mastercard in the mail.
I have called several times and am continue to be told it is coming but it never does. So they have my fitbit and will not send me what they promised me.
Desired outcome: I want my $300 prepaid mastercard like i was promised.
I see my situation is no different than several other people regarding the Fitbit Ionic recall. Mine was shipped back 3/9/2022 and delivered 3/23/2022. I called on 4/5/2022 and was told it was processed. On 6/10/2022 I called and they filed an "escalation." on 7/12/2022 ditto to 6/10/2022 call. Today, on 7/25/2022, I called and was told there was an error when the device was processed and they would push me into the next step. I asked it I could speak with someone else and have been on hold for 25 minutes. Apparently, my Ionic was not on their serial # list so they have to go dig it out out of 1,000's returned and doublecheck that my watch is on the recall list.OMG. What a nightmare. I was told that I am not the only one with this problem. By the way, they cannot send back watches ineligible for refund!
On March 3, 2022, I received an email informing me there was a safety recall on the fitbit Iconic that I had purchased. I was informed that I needed to register my fitbit and I would receive instructions, a shipping label, and a box to send my fitbit back for a refund of $300. I registered the fitbit on the fitbit recall website provided and received a reference number: [protected]. Approximately five days later, I received shipping materials to send it back, which I immediately did. I confirmed that Fitbit received my Fitbit Iconic on March 03, 2022. I sent the Fitbit to:
2670 Executive Drive, Suite A
Indianopolis, IN 46241
I called Fitbit, [protected] and was told that they were not handling it to call a company called Sedgwick.
I have called several times and am continue to be told it is coming but it never does. So they have my fitbit and will not send me what they promised me. I am in desperate need of this money.
Inspire 2
I bought an Inspire 2 from Best Buy. Upon getting it home it did not work. I called and they sent me a replacement. Barely a year later the replacement had a piece break off that connected the device to the band so it could not connect. They said they could not help me since it had already been replaced once. Although the first replacement was no fault of my own as I had not even gotten to use it.
Desired outcome: Replace the faulty device.
Fitbit luxe
I've only had mine for under 6 months and I keep my iphone, ipad and my imac up to date, but now my luxe no longer updates or even can be found with bluetooth. I've tried what they recommend over and over again on all 3 mac things. I want to return it as it's not my fault it quit working. The date and time are now wrong (this also happended before too regularly) and I can't even get that updated or sync, nothing. Plz send my either a replacemnt or give me money back. I am going with a cheap pedometer for now as i'm so sick of this being such a battle.
Desired outcome: Please refund or replace
Fitbit Versa 2 - Swimming error
Good Afternoon.
I hope that you are well.
We bought my daughter a 2nd hand Fitbit Versa 2 in immaculate condition.
It worked perfectly and she absolutely loved it.
The watch has a swim function to track your swimming session which she did yesterday and now the watch will not turn on. I have read numerous complaints now that this function simply does not work on the Fitbit Versa 2.
I would like to find out if there is anything that can be done.
I look forward to hearing from you.
Kind Regards
TARYN BILLINGS
+[protected]
Gauteng South Africa
Won't honor promotional deal
I ordered my husband a Fitbit Charge 5 in January of 2022 during the promotion to receive a free sports band. They watch came but not the free sports band. I called the company and was put on hold probably 10 times and was told I must have ordered it wrong because there is not promotion linked to my order. Horrible customer support.
If a company knows during the time off my order that was a promotion, why won't they honor it?
Yes, the company is a ripoff expert, advertises neat features then after damn near 200,.00 later we learn all the neat things you have to pay 10.00 per month to actually use them ! then they bug us to try the sucker free trial to Cuck us once more !
Return policy
My wife's new Fitbit Charge 5 does not hold a charge for an adequate time. Fitbit support had me do several things to make sure the device was not using a charge excessively. The problem still occurred and we decided it need replacement. Fitbit policy is to send back the device only (sans watchband and charging cable). After receiving it they would send a replacement.
I have never had this happen with electronic devices which are in use every day. Most time a company would send a replacement and after receiving it I would send back the faulty device. The watch still worked it just had to be charged again within a day or two. I have the same Fitbit and my charge lasts better than a week.
Desired outcome: Change their policy
Fitbit Charge 4 Watchband
My Fitbit Charge 4 watchband snapped in June this year, so I paid Fitbit £60 for a leather watchband replacement. Expensive and it was a rubber watchband lined with leather. This watchband is now fraying on both of the band securing loops. Not what I paid for. I could have bought a much cheaper watchband from Ebay. Poor quality for the price I paid.
Desired outcome: A replacement watchband free of charge
Erroneous charge
I received a charge to my VISA credit card dated 26 August in the amount of $87.19. I have not authorized any new charges to Google Fitbit other than purchasing my Fitbit. I wish to inquire what this charge is regarding. Please respond or I will contest this with my credit card company and submit this charge to the Washington State Attorney General for complaint.
Gail Gross
5619 NW Iskra Blvd.
Bremerton, WA 98312
[protected]
Desired outcome: Explain and address charges.
Charge 5
I have been wearing/using a brand new charge 5 for 12 days. Love the screen, hated the set up/ synching process BUT yesterday I charged it and then when I put it back on noticed a crack across the top of the screen face. I am retired, on a pension. There is no way a 12 day watch should have a cracked screen unless there is a flaw. I had a"chat" yesterday and then received an email to say no warranty. I wore my last charge 3 over 2 years with no problem. This is unacceptable, I do not have $232 to throw around on another watch!
Desired outcome: Replacement
Fitbit charge 3
Screen is black and my Fitbit charge three. I've tried all the fixes I can find on the Internet and contacted Fitbit charge three problems are common and they will do nothing to fix it for you. They offer you 35% off a new one. Why would I buy another Fitbit when they don't work X!? Mine is only 18 months old. Do not buy this product! I would like to know how to get fit good to adjust or fix the issue! Telling me to buy another product from them is ridiculous. I'd like to report them to the consumer protection agency or the Better Business Bureau. They should not be able to get away with making a product like this and not standing behind it!
Desired outcome: Money refunded or a brand new Fitbit?
The watch band on fitbit charge 4
My watch band broke after 1 year and 2 months. I bought a new band but they don't stay on either. Costumer service sent a message that wont fix it or replace it since there warranty was over at one year. So they make a band that only last a year that you cant fix. Not cheap watches, cant afford to buy one every year. They afford a discount on a new watch. So their watches only last a year and you have to buy a new one. How do I know if a new is going to only last a year also.
Desired outcome: Would like it fixed
Fitbit 3
I bought my wife a fitbit 3 for her birthday (not sure of date), but fitbit says it is out of warranty. My wife has been complaining for a while that she can't see the screen very well (dim). I looked at it a couple of weeks ago, and I couldn't read either. Looked up troubleshooting options, and none work. I read in numerous forums of the same problem, and my wife has a friend that had the same problem. My wife asked her what she did to correct hers, and she said "threw it away." I paid good money for the device, and see that this has been a issue since the charge 3 came out. I don't understand with all the complaints on black screen or dim screen, that a firmware update or recall was never issued.
When I called customer service, they looked up my account, told me the device was out of warranty, sorry. WOW!, REALLY
Never again... Expensive lesson for me.
Desired outcome: Repair or replace.
Fitbit Reviews 0
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Overview of Fitbit complaint handling
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Fitbit Contacts
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Fitbit phone numbers+1 (877) 623-4997+1 (877) 623-4997Click up if you have successfully reached Fitbit by calling +1 (877) 623-4997 phone number 0 0 users reported that they have successfully reached Fitbit by calling +1 (877) 623-4997 phone number Click down if you have unsuccessfully reached Fitbit by calling +1 (877) 623-4997 phone number 0 0 users reported that they have UNsuccessfully reached Fitbit by calling +1 (877) 623-4997 phone number
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Fitbit emailssupport@fitbit.com100%Confidence score: 100%Supportcolton99@hotmail.com100%Confidence score: 100%Support
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Fitbit address199 Fremont St., 14th Floor, San Francisco, California, 94105-2999, United States
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Fitbit social media
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