Store Google Reviews 10,481

Repair turn around is embarassingly slow, customer service is tone deaf.

I posted my phone on the 18th of September. Now the 3rd of October my phone is in the 'repairing' status. But reaching out to customer services for the third time I have been unable to ascertain a) if they even have the phone b) has started work on it c) am likely to get the phone back.

They have refused to dispatch another refurbished phone of the same model, or replace with another equivalent.

Absolutely useless. Changed from a samsung to a fit bit, the contactless payment has never worked. I've called many times and keep getting told its with the higher team, im now 4 months in! Obviously dont care less and just fob me off with the same nonsense. Wish i never changed now and cant wait to get rid. They are the most incompetent company ever .

Part 1 I sent in reply to an email

Hello,
After such a frustrating time trying to get assistance from you, your company, I made contact with the company that I purchased the watch from.
I was told to contact the customer service technical support and after sending some photos to the lady who was offering me Assistance, Within 30 seconds, she agreed that the watch was faulty and needed to be returned to your company.
Therefore, I have sent the watch back to them and they are going to give me a full refund.
The lady who was assisting me could not understand why when you had the same photos and it obviously showed that there was a fault you didn’t except the watch back Or offer a replacement.
I told her that I needed it for medical purposes and the main medical purpose that I needed it for it did not work.
I suffer from COPD a condition which affect affects blood oxygen level levels. This was the only reason that I purchased a watch from you. Due to medical conditions, I cannot exercise or do any physical activity, So the other functions on the watch were totally irrelevant to me.
I explained early in my contact with you that I had a need for a watch that could measure SP02 levels. I was disgusted that as you knew that I had a medical condition and needed my oxygen levels recorded regularly you did not worry at all that this faulty watch was not helping me monitor my oxygen levels.
You could not give a damn all you were interested in was trying to avoid giving a refund or replacing the watch.
I find it totally disgusting that a company as big as yours can worry about replacing a watch that cost £180.00.
Any decent company would have, at the start when you are reporting a problem and explained why I needed it would’ve replaced it straight away

Not sure what they have done but the app is now Shit. Most things no longer work the way they did. They should of left it as it was i won't be buying another fitbit

I bought a Fitbit in 2023. In less than a year the unit bricks itself after updating a firmware without warning. I did receive a replacement, but it was like a week before warranty ended. Now in 2025 the replacement unit bricks itself again and I'm out of warranty. I tried Fitbit/Google support but all they do is stall time and hangup the chat. They had me on the chat for an hour waiting and then they leave it. That's Google support.

Poor customer service. Very hard to get a hold of anyone.

Trade-in was a complete mess. It took ages for them to process my trade-in. When they approved the payment, they did not pay. When I asked why, they answered the payment to paypal did not work and they needed a credit card. I supplied that, the website says they paid, but the payment does not appear in my account. Solution pending. This has now been going on for two months.

I bought the sense 2 for the body response and stress tracking features. These stopped working within 18 months. I've spent the last 6 MONTHS being sent around pointless circles with Fitbit support, being told to send this screenshot or that, and to wait for the next update. Nothing helps, and they just tell me to do all the same things again and months pass by without any resolution. They won't escalate, won't tell me why they wouldn't consider warrantee. They even told me I needed to try on another phone as my android system was outdated. I eventually bought a new phone - nothing changed, it still doesn't work and I'm still going around in the same circles, being asked to repeat things I've done several times. The support is absolutely DIABOLICAL. It will literally drive you mad. And the product was not worth the money as it didn't last for what it was designed to do. AVOID.

I traded in my Pixel 9 with Google Store in excellent condition, and they claimed they refunded me $380. However, I never actually received the money. When I reached out to their customer service, they were completely unhelpful — they didn’t acknowledge the issue and provided no real support. The process has been frustrating, a total waste of time, and their customer service is useless. I expected much better from Google.

This phone is terrible. Simple things take more steps to get to. As any other phone. As for calling options. The new update has basically bricked it. Things are impossible to find. I wouldn't gift it to my worst enemy. Only thing is if your just looking for a camera. Its good. Everything else is an absolute nightmare. Definitely going back to Samsung. Buy this rubbish at your peril. The worst smartphone i have ever owned. If could give it no stars i would.

My Fitbit broke, and while it took me a little time to find the right contact, once I did, the experience was excellent. The gentleman I spoke with was kind, patient, and very helpful. The process of returning my broken device and receiving a replacement was smooth and straightforward. I’m so happy with the outcome — truly outstanding service!

Since fitbit has moved to Google its been a nightmare! Will never buy any product via Google due to poor customer service where I have lost 6 months of my life chasing an eventual refund with being constantly referred to the 'higher up' team....I suspect they rely on you giving up. The hours I've spent just wasn't worth risking this brand ever again. I was previously a longtime Fitbit enthusiast who was happy with there customer service, now very happy with my Garmin.

Fitbit never survives over its warranty , you be lucky to have it living over 2 years

Had charge 2 battery dead after 1.5
Charge 3 dead pixels after 1 year
Versa 2 replaced under warranty stopped connecting
Versa 3 Battery died after year

Now have charge 6

5 watches in 7 years period

I wouldn’t recommend or use this company. They are absolutely useless.
There has been a problem with my SP02 app for over two weeks and they still can’t fix it. They say that it’s with a higher level team. They must have long coffee breaks as they don’t seem to do anything to fix the issue. The customer chat service although polite, they don’t deviate from the script in front of them. They can’t give an estimate to when the problem is going to be fixed. From what one of them said it would appear that there are a lot of people having the same problem.
AVOID FITBIT LIKE THE PLAGUE, the people in those days didn’t know how to cure that and Fitbit hasn’t a clue how to cure this issue

Bought 2 charge 6's. Both broke in first year and were replaced foc. Now one replacement has died. No response from customer service except they sent me a survey to review their (non) performance.
Finished with Fitbit. Bought an Amazfit bit6 for £69 and it looks fantastic for the money. Will buy another WHEN my other fitbit dies

Tried to request a refund for a phone I purchased still under warranty for the known light line through screen issue. Have been flicked back and forth for months and then denied. Sanjana and Santo in particular were very unhelpful.

I tried to get a replacement for a product that broke under warranty, I was provided with a delivery label that I was unable to use and was rejected everywhere, I have then waited months on a solution contacting their unhelpful support multiple times and getting nowhere, I now have Google store credit that I can't use as they do not sell the item anymore after I started the process over 3 months ago, I have tried to get to a solution but keep running into walls, I don't want to say they waited out this return for months because they knew they were taking the item off store but with how unhelpful they have been I do not see that being out of the realm of possibilities, worst customer service I have ever experienced, will think twice before ordering anything off of their store ever again.

Whatever you do, don't trade in. Sent in my perfect working condition Pixel 7 Pro, literally not a scratch on it, screen was perfect. They've sent me an email after my trade-in saying the screen has 'burn in', which is just absolutely nonsense. They've reduced my trade by £100 because of it, but they've sent no proof at all. It's a scam.

I was trying for some while to sign in for my pension but just with one single call I was able to do. Manta just helping me step by step. Thank you so much Manta!
Great job and very professional.

Committing fraud you send your stuffs to him from eBay and they say they've never received or it's broken am dealing with the police and Ebay