Fitbit
Reviews and Complaints

I have a one year old fitbit surge. Hoping to record heart rate during sleep hours and calorie burn, I spent a lot of money on this tracker.
My first negative experience with my fitbit surge was about 3 months in, and I got this red rash where I wear my fitbit. I wear a Gshock on my other hand (and have for years), and this has never happened. I started searching for the reason for this rash and it turns out that I was not the only one to have rashes due to fitbit use, it just so happens that there are a LOT of complaints on their website concerning this rubber/silicone material causing skin rash. I stopped using it for a couple of weeks and started to use it again, once the rash came back, I had to stop and start again.
This was the beginning of our love/hate relationship.
A couple months later, the fitbit company decided to change/improve their website (which their consumers are already used to) and that really angered me that they force their consumers/costumers to re-adapt to their new dashboard and website navigation.
After re-adapting, everything ran smoothly, but I started having difficulty to charge, after looking at the bottom of the watch, it seems a lot of my dead skin has blocked the charging hole and I had to clean it (which is normal, but please, who puts a charging hole in contact with skin?), I blame this on a faulty design. After cleaning, it worked normal.
After a few days it stopped charging again, and it turns out the charger was also faulty, and I had to fiddle with the position of the charging cable to charge the watch, and the more this happened, the harder it was to find the right charging position.
I eventually gave up and told my daughter to order me a charger, but she had difficulty finding an original, so she bought one off an online shop.
When the charger arrived it worked fine, and I was happy for another couple of months, though my wristband was getting a bit torn.
Some months later my wristband was completely torn and I've had to use my handy stapler to staple the parts together so I at least can continue wearing it. "Why not buy a new band?" you ask? Well, this fitbit surge is an "old" model, and they have so many new fitbits releasing that the surge's spare parts were no longer available on their site. It's not even being marketed anymore, maybe it was a faulty product that fitbit no longer wants to be distributed.
Again my daughter had to look on online shops to find my surge band, and lucky me, my size was XL which made it ten times harder to find. FINALLY she found one on amazon.com, and the band is imported from China (We live in Indonesia by the way). So to get this SUPER RARE AND EXCLUSIVE FAKE BAND, we had to order from amazon.com, they had to ship it from China, to America/Canada (forgot), and then ship it here. The shipping costs were more than the actual product price.
Thank you so much for that FITBIT.
After all that, again we had a problem, a month ago my surge stopped recording my heart rate. I check my dashboard every single day and it has always recorded (synced), but that day, there was no data. It continued the following days and I have tried to clean the watch, re-charge, reset, played with the dongle, and nothing worked. After contacting costumer service they informed me that it may be that the fitbit is not updated, so I asked how to update, and they said it must be connected to the smartphone app. I do not use handphones at all, and do not own one, luckily my daughter does, and she helped update the software on the watch.
It could sync the her phone, but it wouldn't sync to my pc which is ridiculous.

The only advice customer service had for me is "If all else fails, buy a new watch".
This angered me to the point that I am writing this complaint right now.

I absolutely love my Fitbit Alta HR, it does everything I want it to do... except last. I'm now on my 4th or 5th device and each time they fail after 14-16 months once the warranty is expired. Although I appreciate the offer of a 25% discount off of a new product its ridiculous that I should have to repurchase every 18 months! Honestly Its just wrong and bad business.

After my Fitbit stopped syncing I followed online instructions to reset. Although this worked I soon noticed that the green light on back of device was constantly on and very bright not blinking as it is supposed to do. This caused my battery to drain every 8 hrs when previously it lasted a week or so. I called the chat service and they walked me through a fix which did not work so I was offered a 25% discount on a new device. My current device was only 18 months old as was the one before it.
Prior to that I had a Charge 2 which also failed (within a year) and was replaced.
There seem to be many complaints on the BBB website about the same issue. With Fitbit stock doing so well i don't understand why their products seem to fail just over a year. Why not start a leasing program instead of forcing customers to spend hard earned cash on products that are basically useless in l8 months!
Very Un satisfied customer
Veronica Delgado

my fitbit froze on the fitbit logo..dispite numerous attempts to fit the situation as well as sending a video of my attempts to fix the situation thru fitbits customer service I was told that I was under warranty and would be sent a replacement...dispite numerous calls and the run around..no one knows where my fitbit is or the status of my replacement...if youre going to send me a replacement send me one already why do I have to send mine in and wait over 2 weeks and still don't have the product..would you just refund my payment so that I can get an apple watch.

Shocking - that is all I can say about Fitbit. After all the troubleshooting on my Ionic (not syncying), I was told to courier my device to the Fitbit Centre in Venray, Netherlands. The mail informed me that my replacement would be returned within five days - it is now 29 days since it was delivered and signed for (I have the proof), with NO correspondence from Fitbit at all. What is more worrying is that none of my emails are being answered. I have tried phoning (from South Africa) the USA help number, I have tried the service centre in Venray and nobody is even answering. Disgusting service and I will definitely ensure that people are discouraged from supporting this brand.

In december 2017 I purchased a flex 2 for myself to get motivated and get active. I put it on the charger and went to sync it after noticing my steps were not being accurate.
In january 26, 2018 I called customer support and we tried several things and nothing worked. The woman was helpful and provided me a link to have it replaced. I went on line and even received a confirmation for the replacement.
February 16, 2018 I called customer support to follow-up on the replacement I had not received. I was told that the order was cancelled. I informed her I did not cancel my order, she stated I should have received an email (I did not) regarding the cancellation. She informed me that I will need to send the non-working bit back and she would send me a return label.
March 6, 2018 I called to follow-up on the mailing label and was told it was sent to me on feb 16, 2018 (I did not receive it). So the agent sent me a label and being angry that it has been months later asked to speak with a supervisor. I was transferred to ande who was polite but not helpful, as a customer I want to be heard and acknowledged after all who has to wait three months for a product that worked about a month. It is my time and money not hers.
I work in the customer service industries and I work in hostile situations and respect goes a long way. I lost respect for fitbit and will never waste my time or money ever again.

I received my Fitbit as a Christmas present, December 2016 from my (2) daughters. And I love, love, love it. The face cracked several months ago; it didn't seem to affect the way it worked so I didn't report anything. However, on Saturday, October 21, 2017, the band broke on the right hand side, where it attaches to the face of the watch.

It was a present so I have no invoice.

What are my options as to getting it repaired or replaced?

They will not provide you any sort of support if you need it. No responsibility for their own service at all.
My item broke within a warranty period and I really had no idea they would refuse to do something. I expected them to replace or to exchange it, or to finally refund. But what they offered was a credit on their website for my future purchasing. For real? Do you really think I will ever buy something from you after what you did and offered to me instead? No way will I ever return and I will surely tell everyone how unreliable you are, guys!

I had 7 days of no service and constant use of my Fitbit Charge this past week and now I am unable to go back and view my data on the Dashboard because I did not sync my data. I did a live chat with an expert and was unable to resolve this issue. I hope there is some solution to this issue as it is extremely disappointing that I can't view my stats.

They have a known problem with bubbling and peeling near the display on the watch band (see photo). I was able to get a replacement for the first one, but now the second one is peeling also. I'm surprised that they haven't fixed this problem for such an expensive product and they won't replace the defective product.

Fitbit Charge HR - Damaged [ ref:_00D40N2lj._5003315aYcF:ref ]

Once I went to Australia and my Australian friends were very excited about some stuff called Fitbits. They told that it was very popular thing in Australia and explained in details why it was so popular. I decided to buy few of them for myself and for my husband. I ordered two Fitbits from www.fitbit.com and they promised to deliver my stuff on a certain date, but delivery was very slow and I left Australia without my order! Glad that my friend received them and sent them to USA, but it cost me extra money! Very unreliable company!

A disposable product. In a 21 month period, I have had 2 Fitbit One devices that have failed to sync with the app. The last one only lasted 3 months. Fitbit will not stand behind their product and replace it, but have graciously offered to sell me a 3rd device at a 25% discounts!

Buy another brand of fitness tracker, or be prepared to buy a new Fitbit every 6 to 12 months.

I ordered a prescription over the phone given instructions to send money gram and no prescription ever arrived and I am unable to contact fitbit.com again! I’ve learned a valuable lesson and feel very naive. It’s clearly a scam. Please do not order from them because your order will never arrive and your money is their now. Don’t do any business with these scam artists!