My experience with WHOOP customer service - warning

Orders & Subscription
1

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.

4 Likes
2

How and where did you file an official complaint? I am simply trying to return a band that doesn’t work with my MG, and I am stuck in a doom cycle of unhelpful emails. I want to return everything & cancel my membership at this point because of it. I HATE giving money to companies with poor customer service.

3 Likes
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I used Whoop Support and e-mail support@whoop.com .

Remember to use subject (I used):

Official Complaint Regarding Order Pricing and Customer Service (Order #B44669963)

According to me then will answer not AI and some random person from WHOOP. Unfortunately these people don’t sign themselves and only write WHOOP. It’s sad because then there is no one to hold them accountable and I have the impression that they can write whatever they want in response.

4

Support is a huge scam. I have reached out over 200 times and still no fix has been applied. It is a huge scam they are running, really sad to see.

1 Like
5

i agree the support is horrible. they never follow up. its a shame. i have been waiting on an order with no updates for weeks now.

1 Like
6

do they even read and reach out to you all??

7

French customer here, I have been struggling with support in French for over a week now just to cancel my subscription (MG/life) within the 30 days delay and to get an unopened MG sportflex band refund. I am also willing to have my account closed and my data deleted because I just don’t trust the company anymore.
At this stage after numerous emails I got my refunds (MG/Life and band were purchased separately) but, while I filled the same form 3 times to get return labels, I got nothing, my account is still not closed and I have nowhere to send the items back.
The problem is that at the same time whoop has my credit card details in my account and, while they refunded me, they could just charge me again for the whole stuff any time.
This clearly feels very shady and I have nowhere else to ask but the helpless customer support.
My advice to anybody would be to just stay away from whoop completely, this company appears to be a huge mess of which I am a hostage now. I spent hours over the last week to try and have my case sorted. I am just asking for whoop to respect their user agreement and EU consumer laws, nothing more. This is just ridiculous.

8

Same experience here — WHOOP support is a complete disaster.

I’ve bought around 20 WHOOPs for myself and friends over the years. Every time there’s a problem, it turns into an exhausting loop of scripted nonsense and useless delays. One issue — confirmed data loss on their side — has been “under review” for over 4 months with zero resolution. Now I’m stuck with a brand new WHOOP MG that doesn’t work, and they’ve gone silent again — no replacement, no refund, no response.

I’ve wasted days writing to these people. Their “support” is a joke — slow, incompetent, robotic, and frankly insulting. They are the worst customer experience I’ve ever dealt with, and I’m preparing to file formal complaints in the U.S. and UAE consumer authorities. A class-action lawsuit may be more effective, so if you’re reading this — join in. Enough is enough.

1 Like
9

Hi everyone, thank you for the feedback and notes above. We’re really sorry to hear this. Let’s get this fixed — a member of the team will be in touch shortly via email. Stay tuned.

10

Now that someone has replied from Whoop… please keep us in the loop if they make this right. I am considering returning mine in 6 months when my 5.0 MG order I PAID for finally gets here. It has been 25 days and “s=to be processed” even though I paid already and no communication on an ETA

11

hi. i am a new whoop customer and have noticed that no one responds from ur team, glad to see you have to someone.my whoop is in the 2nd month and it keeps messing up on the heartrate, sometimes while walking and sometimes while sitting as well. i have worn it and adjusted the band as per the recommendations but it’s not accurate. my apple watch is giving me more accurate heart rate. How can we fix this? i paid for a year but i would like to cancel my membership and get the prorated money back as it is not working properly. please advise.

12

Lol… Another scripted response