Whoop you built a loyal following of users who were happy to wear an ugly band because they believed in the brand and enjoyed the insights. Competitors have caught up and offer similar / better insights and better looking wearables. How do you think this is going to end?
At least offer consumers that want to upgrade a rebate on their 12 month subscription (equivalent to the cost of an upgrade) AND maybe a discount code for some bands?
2 long term users here who feel absolutely screwed over by this.
Did whoop consider the false marketing suits, contractual aspects or anything before making this decision?
You are aware there are multiple forums discussing law suits around this?
There is literally a video of the CEO saying upgrades are free. So it’s not an “accidental” blog post. It was a fully pre-meditated breach of contract.
Do the right thing and remove the fee for whoop 4 users. The sheer number of users you are losing due to this massively offsets the £50 you are trying to charge.
That was never our policy…just what we put on our website and marketing materials to lead people to believe it was.
A further point of clarification. What do I lose by choosing not to upgrade? (which is where my head is at right now)
I have seven months left on my 12-month subscription and I haven’t been sufficiently impressed by the device to shell out more money than planned to upgrade. Easy to say it’s just a $49 US upgrade, but that doesn’t include the exchange rate ($69 CAD) as well as shipping. Oh, and the new bands, because the wrist band with the 4.0 wasn’t accurately recording my HR, so I was sent a bicep band, which works better, but I don’t imagine another freebie is on offer. I expect I’m looking at north of $200 at the end of the day for this “free” upgrade.
Alas.
As an aside, I can’t figure out how a wakeup alarm based on where you are in your sleep phases is so hard.
My experience with WHOOP customer service - warning
I would like to share with you my recent, very frustrating experience with WHOOP, which forced me to file an official complaint.
What happened
It all started with the purchase of a WHOOP MG product (I currently have WHOOP 4.0). Before finalizing the transaction, I contacted the support team several times to confirm the price of the product.
I was sent information that the price for me was 359EUR.
Each time, I was assured that the amount was correct (I have evidence in the form of screenshots of these conversations).
I was informed that the price in my profile may be 399 EUR, but that WHOOP would refund the difference after purchase.
After making the purchase based on the confirmed price, I was suddenly informed that the price was different from what had been previously communicated.
When I presented evidence of previous correspondence and screenshots from the website confirming the original price, I was refused recognition of the error.
Someone from WHOOP customer service first tricked me into purchasing WHOOP MG and then refused to refund the amount that was presented to me as correct.
Attempt to cancel the order
I tried to cancel the order, which had not even been processed yet (as I can see in the app), but the company refused.
This situation looks like a classic scam - first they confirm the price (lower), then after receiving the money they claim that the price is completely different (higher).
Warning
I have never been treated like this before when purchasing a premium product. For a company that advertises itself as offering luxury products, this level of customer service is simply unacceptable.
Are you considering purchasing WHOOP products?
My advice: think carefully before purchasing WHOOP. When problems arise, you may encounter similar treatment.
Has anyone else had a similar experience with this company? I am curious to know if my case is an exception or rather the norm.
Information for the WHOOP customer service team (if anyone is reading this), my order number is B44669963 - cancel the order.
I don’t expect anyone to respond honestly, admit their employees’ fault, cancel the order, or refund my money.
I have a family plan with whoop LIFE and I just can’t get into contact with support to order an extra MG device for my family member and I don’t get any responses. It is starting to get quite frustrating.
Very disappointing as i just got the Whoop 3 weeks ago and have 11+ months left and the only reason i purchased the product is because it was a benefit to receive the upgraded device as it was suspected that it would be out soon. … please fix this
I have more than 12months remaining, I don’t know how to upgrade to Whoop 5. There is no precise instruction. I have to checked additional 12 months subscription to go to check out. Please help me.
@Durkin your post states the below:
My 12 month membership renewed on May 1st - 7 days prior to the Whoop 5.0 release. When I go to checkout, I’m still being charged a $49 upgrade fee at minimum.
When will this be addressed?
@splus I connected with our Support team on your issue. We recommend you file a ticket for this by emailing support@whoop.com and they will help you resolve this. I’m sorry for the frustration. We’ll help make sure this is fixed for you.
WHOOP - you are making a mistake. I’m echoing others’ sentiments on here, you have lost my trust with this decision and WHOOP-users around me feel the same. This decision shows your lack of integrity, and it comes across as a grab to greedily monetize a loyal base of customers. I’m very disappointed and will not be returning as a customer.
Couldn’t of put this comment better myself 
Whoop, there it is[n’t]
Whoop basically said to their loyal customers, “[Wh]oops!!”
Whoop, you Whooped yourselves
First promise to free upgrade for customers that stick and support you then change the policy behind their back and say it was never existed. Very disappointed…
