Fitbit
Reviews and Complaints

I have owned a Fitbit before, years ago, without any problems, but I recently bought an Inspire 3 and have had problems from day one. I have contacted customer service every time and I have never had any issues resolved. In fact, the last few times, even though they took my phone number to call me back if we got disconnected, which of course we did, I never received a call back. This Fitbit does not accurately-or even close- record my steps, my sleep, my workouts etc. Maybe it is getting my heart rate down but I wouldn’t know. I’m thoroughly frustrated and dissatisfied and sorry that I purchased this device.

I purchased a Fitbit Versa 3 sometime around April/May of 2022. It is less than 2 years now and my versa 3 has suddenly stopped working. I contacted the support team through chat support and they offered me a couple of troubleshooting steps. I tried the steps as advised however the issue still persists. Now I have received an email explaining my product is out of warranty and nothing can be done as per their warranty policy. I offered to pay for the service and all I need is the address to nearest Fitbit authorized service center. The email from support team says there are no physical service centers and they are advising me to buy a new Fitbit product. I spent close to 18,000 rupees on this and it stopped working in less than 2 years. I am extremely disappointed and I feel cheated. I was not aware of the fact that Fitbit makes use and throw products and there are no after sales service facilities available. Please help me.

I initiated a return of a defective scale back in September 2023. Fitbit sent me a return label which I immediately packaged the unit and shipped it back. The scale was accepted at Fitbit on 9/28/23 and as of the writing of this complaint (10/16/23) I have not gotten my refund. Fitbit is now claiming that my PayPal account email must match my fitbit account email. Since Fitbit is now part of Google, you can't change the email. I tried to change my PayPal email to no avail. So basically, fitbit is refusing to refund my money to the exact account it allowed me to use to make the purchase.

I use my Fitbit Sense 2 for running. I had the location settings at “only while I use the app” which make sense. But the app demanded 24/7 tracking with my exact location in order to function. I tried using the running app using the setting “only while using the app” but it failed twice.

I just finished talking to tech support, complaining that Fitbit set it up this way so they can maximally sell my data. There is no other app on my phone that DEMANDS 24/7 location tracking in order to function. I find this a serious privacy invasion.

Tech support just says, “Fitbit has made thi change to improve the service.” But it’s not to improve my service. It’s to improve their profits.

I can’t be the only person with this complaint.

I have spoken to Fitbit and I am told my warranty is out, the watch is less than 18 months and the face is actually levitating. Their response was the would give 35 percent off and when I further complained they offer additional watch bands. I wanted to speak to a supervisor or manger and I am told they are always busy. When asked for someone to call me, I am told they can not make out going calls. I have enclosed a picture so you can see the problem, Out of warranty is not an acceptable response. You can clearly see the watch is in good shape and not abused, This clearly defective, even if it has take over a year for it to happen. Please respond. Next better business bureau!

Debbie

My Fitbit Versa 3 has failed 5 months after I purchased it through Amazon. I contacted Fitbit's customer support earlier this week and they walked me through troubleshooting my device before deciding that it had failed. They later advised that Fitbit would NOT replace my Fitbit Versa 3 in accordance with the 1-year warranty.

Per the product warranty, Fitbit warrants that this device shall be free from defects in materials and workmanship under normal use for a period of (1) year from the date of purchase. Fitbit's warranty states that you will either repair or replace my Fitbit Versa 3.

Fitbit has refused to honor their warranty because they advise it was purchased through a non-authorized dealer.

It is nearly impossible to speak to a human over the phone. There are no prompts for a representative. Some of the prompts are circular. There is also no email address - at least not one that I could find. There is a twitter account but that is NOT where I would file a customer service concern. It has been very frustrating. Their website says "customer service is our top priority" but clearly that is NOT the case at all for Fitbit.

I agree with the customer service warning for FitBit. It is very poor.

My Fitbit Luxe has completely died.

On July 13, 2023, 2 days after receiving watch and usage, I woke up and went to put on my Fitbit Luxe. To my surprise, the face of the watch was black. Note: the watch was 94% charged when I went to bed. I put it back on the charger and the face remained black. My Fitbit app showed Fitbit Luxe’s last connection at 3:55 am. There was no vibrations either. I googled remedies for this, but the watch had to turn on to try a remedy. Since the watch would not Start up, there were no remedy options.

It won't charge up, won't turn on and basically is non-operational.

I currently have a Fitbit HR for years with no issues and decided to treat myself with a new Fitbit watch. It’s very disappointing to not just have this issue with the Fitbit Luxe, but to occur just 2 days after receiving it.

5/29/23 My family bought me a Fitbit Sense almost two years ago because I had an ablation to repair my heart, having suffered from atrial fibrillation and the Sense had a heart ECG function. The second time I wore it to the local public pool, it failed to turn on when I wanted to check the time. On 6/19 I called Fitbit and was offered a 35% discount on a new replacement.

My contention that their "water resistant" claim to 50 ft depth is fraudulent and used only to sell the product. I only exposed it to water at 2 ft or so since I only stand and walk in the pool, no diving or swimming. I feel I should get a free replacement since I know they used to do that. My daughter-in-law had hers replaced TWICE due to water damage before Covid 19.

To whom it may concern,

I am writing to you today as a very annoyed but loyal Fitbit customer.

I put my Fitbit Ionic refund in on 19/8/22 at 11.51 pm Serial number 1B7B08C288AA and Im still waiting!

I was told it was in the system several times when I rang the help desk. I then got told on Jan 23 when I spoke to Sarah that there was a digit missing from my phone number so this was the reason for the delay and she rectified this issue while I was on the phone. I was told my refund should be with me soon as I had already waited nearly 5 months! I also explained I was getting frustrated as I had already spent my refund money on 3 new watches, 2 were Christmas gifts for my Mum and daughter. So was already out of pocket.

I rang back on 30/1/23 to chase the progress up to be told that refunds are done at the beginning of the month and my refund will probably be in the next or following month. I was not happy but thought id waits it out a little longer.

I rang again and spoke to Sarah yet again on 21/4/23 and she was surprised I still was waiting to receive my refund as it was now going on 8 months. Sarah said she couldn't see any issues on my return form and was going to speak to her manager. I asked if we could we restart the process again as the process is only meant to take weeks not months. She said she couldn't as it was already in the system, Sarah rang me back after speaking to her manager and said he couldn't see any issues and it will probably be refunded soon.

Still waiting so rang back on 22/5/23 to chase it up as I am getting very annoyed and feeling extremely let down by the whole Fitbit group. As not only do I not have my refund but now Fitbit has stopped doing all the things I love like the challenges. These were the main reasons I bought Fitbit watches so I could compete with my Mum and daughter and they could also challenge their friends. What is worse my daughter now no longer wears her watch because of this what's the point if can't win challenges also it started affecting her skin. So I've got a watch that is not been used and is still out of pocket. I again got reassured the payment would be with me soon.

I contacted the support desk yesterday 7/6/23 with a bit of hope I would get some good news, but alas no but I was given this email to complain to as was told on previous calls there was not a complaints email.

So I'm hoping this email will get read and my REFUND of nearly coming up to a year will get paid as this length of time is simply unexpectable.

Please can you email me back as an acknowledgement of receiving this email and what the next steps will be to correct this issue?

If you wish to contact me direct to discuss this issue please do on [protected] after 1pm

Yours

Jo Bassett

My Fit Bit Versa Two has completely died.

On March 28, I woke up and went to put on my Fit Bit Versa. To my surprise, the face of the watch was black. I put it back on the charger and the face remained black. I googled remedies for this, but the watch had to turn on to try a remedy. As the watch would not Start up, then I could see no way of fixing it.

It won't charge up, won't turn on and basically is non-operational.

[protected]@outlook.com

See below.

Exactly the same experience as another person 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. My case number is [protected]. 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. And, of course, the way this is being handled 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 properly in the first place...I am one of the most patient people there are, but even my patience has run out with this situation.

This is the second time that my Fitbit charge 5 has had an issue. I rely heavily on my daily steps and I have lost 20,000 and more step days. The first time I had to go through many steps to resolve the issue. This time I live chatted with someone and they had one thing to try. This did not work and they said the only thing that I can do is get a return label printed and then return the Fitbit. Wait for it to be received and then they will send me a new Fitbit. This is not ok with me. I need my daily steps and now I will be a week without the Fitbit. Seeing this is the second time that it has broken and no resolution and no one is willing to make things better I will not be using Fitbit devices anymore. Do not buy this device.

To Whom It May Concern,

I have been a Fitbit user for over 15 years. About 2.5 years ago I fractured my knee. The road back has been a challenge. I have been using the Work Week Hustle Challenge to keep me motivated to continue staying active. I now understand this feature will be discontinued. WHAT A DISAPPOINTMENT!

Please reconsider - I need the competition opportunity to stay motivated to move.

Getting my virtual trophy is wonderful & keeps me coming back for more.

Sincerely,

Jan Davie

Started off with V2, numerous issues, so I decided to upgrade to V3 with same issues and disgusting service.

My V3 started to get extremely hot when charging, reported it and explained that I did NOT want a refurbished one.

The response you get is, I will mention it when we order your replacement.

Guess what- I received a refurbished one.

This is disgusting service when you have purchased a new watch.

Would you accept a refurbished item when you have paid for a new one?

When I complained, all they said was " it has minimal wear and tear"...unbelievable.

I now find them ignoring all my emails (Elizabeth, then Maria - who was supposed to be the highest level), clearly not- you need employees who can do their job.

All I want is a like for like (new) or my money back.

Nobody knows anything about anything. So I’ve been dealing with this recall since June and then I find out that in my file it says since December. First off they sent me the recall number for the Fitbit force so my device went there and now it’s in the right place and that was 7 weeks ago and now they have no information about it for me. I’m frustrated and mad and when I called to voice it they successfully gave me the run around for an hour and I got nothing resolved. My biggest regret was purchasing anything from Fitbit. I’ll probably never get reimbursed for my ionic and the consumers probably believe we did. I want my refund and I want an apology

the recall received my return d device in may 2021. I received confirmattion . Then I have waited almost a year and half still not receiving the refund back or any responses to several calls in to the recall status line.Today is January 4th 2023 still I have nothing from Fitbit. I will never again purchase anything from them. I will give my business to their competitor Apple. I need help please.

I was gifted this item and so far, have been unable to sync it with my phone or get any kind of display on the unit.

I have done the following:

1. I allowed my Fitbit Inspire to run completely out of battery power.

2. I have deleted the software from my Apple iOS 8 mobile phone.

3. I have installed the Versa 2 software on my iPhone.

Upon completing Step 3, my Google ID and password are not recognized and I cannot sync the wrist unit to my phone.